Primary Role

The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general contract & transactional inquiries.

Role Reporting

Team Leader

Key responsibilities may include but are not limited to:

• Answer call and respond to customer requests
• Provide customers with product and service information
• Identify, research, and resolve customer issues using the in-house operating system
• Complete call logs and reports
• Assisting irate members and escalate when required to senior agents/team leader
• Ensure own productivity levels are maintained and quality standards are met at all times
• Performing daily administrative functions and accurately capturing required information to various CRM systems
• Adhere to and support Company policies and practices
• Ensure that cases are reviewed and actioned
• Monitor Average Handling Time in line with standards
• Adhere to work schedule / occupancy and monitoring work flow
• Ensure that SLA is adhered to and cases to be completed in agreed SLA times
• Maintain customer quality according to set standards and business process
• Ensure full compliance to business process, legislation and standard operating processes
• Manage zero financial risk in terms of agent errors and/or authorisations (zero errors)

Critical Skills/ Competencies

• Excellent communicator with all levels in an organisation (verbal and written)
• Solution Driven
• Excellent Problem solving and Accuracy skills
• Self-starter, motivated, takes initiative and can work independently
• Confident in operating in a dynamic environment
• Flexibility and agility
• Resilient mind-set
• Ability to adapt to different situations as they arise (adaptive thinking)
• Ability to operate in a team environment
• Ability to prioritise deliverable and work load accordingly (good organisational skills)

Experience

• Minimum of 6 - 12 months inbound call centre experience
• Customer service experience
• Administration experience
• Experience in healthcare, insurance, financial or administration industry & knowledge of relevant legislative environment is highly desirable (advantageous)

Education and Applicable Systems

• Grade 12
• Formal Call Centre Qualifications (advantageous)
• Fluent in English and a 2nd language which must be an official South African language (Ndebele; Tsonga; Venda; Swati)
• Fluent in at least 4 or more of the official languages (advantageous)
• Proficient in MS Office Suite applications

Salary

R9500 Basic only